Chief Operations Officer - Credit Cards

About Zeta

Zeta is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. It was founded by Bhavin Turakhia and Ramki Gaddipati in 2015.

Our flagship processing platform - Zeta Tachyon - is the industry's first modern, cloud-native, and fully API-enabled stack that brings together issuance, processing, lending, core banking, fraud & risk, and many more capabilities as a single-vendor stack. 15M+ cards have been issued on our platform globally.

Zeta is actively working with the largest Banks and Fintechs in multiple global markets transforming customer experience for multi-million card portfolios.

Zeta has over 1700+ employees - with over 70% roles in R&D - across locations in the US, EMEA, and Asia. We raised $280 million at a $1.5 billion valuation from Softbank, Mastercard, and other investors in 2021.

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About the Role

We are seeking a dynamic and experienced Chief Operations Officer to lead the launch and management of multiple credit card programs, focusing on both near-prime and prime segments, in the UK market. The role will lead a cross-functional team responsible for all Operations including Contact Center, Collections, Disputes, Fraud Investigations, Settlements, Payments, Fulfilment, and Control functions.

We believe in leveraging Workflow engines, Decision Engines, and AI to drive operational efficiencies and ALSs. The ideal candidate has a strong foundation in Operations and Risk Management complemented by leveraging the best technology platforms to drive down cost-to-income ratios and optimize RoE.

Responsibilities

• Hands-on experience across defining, launching, implementing and managing operations for mid to large credit card portfolios including:
• Collection: Define, implement and evolve collections strategy and operations, through in-house and outsourced teams.
• Fraud operations: Leverage sophisticated fraud detection platforms and strategies for application fraud and transaction fraud.
• Contact Center: Own all operations for omnichannel inbound customer support. Define processes, key KPIs and operating model. Optimize to improve both customer outcomes and cost efficiency.
• Financial Crime: Ensure all financial crime regulatory requirements are fulfilled and monitored.
• Complaints Management: Take ownership for complaints management, ensuring fair handling, and regulatory compliance.
• KPI and Incident management: Own the development and continuous refinement of KPIs to measure and improve operational success. Drive transparency by reporting to the CEO and board and take proactive steps in managing and resolving any operational incidents swiftly.
• Business Process Management: Define from scratch, monitor and manage all business processes needed to deliver a world-class credit card operation.
• Change and Technology transformation: Ownership of outsourced operating platforms. Manage day to day change roadmap and performance KPIs and lead the business in engaging with operations suppliers.
• Start-up Expertise: Bring a hands-on approach to building operations from the ground up, balancing strategic oversight with operational execution in a fast-paced, evolving environment.
• Supplier Management: Own, establish, manage, and optimize all supplier relationships, ensuring alignment with business objectives, cost-efficiency and scalable operation.
• Team Leadership & Culture: Hire for, create and establish a high-performing team of operational leaders who can "Do the right thing" for our customers and our business.
• Systems knowledge: In-depth knowledge of vendors and capabilities across all relevant systems including Application Processing, Loan Origination, KYC / IDV, Processing, Digital Apps, Servicing Apps, Collections, Fraud, Data management etc. Hands-on experience with Low-code / No-code Workflow engines, decision engines and case management platforms.

Skills

• Experience in defining and running manual and automation processes to optimize operations including Collection Operations, Contact Center Operations, Fraud Operations, Dispute Operations, Production Operations, Application Processing Operations, Account Operations, Settlement Operations.
• Engineering Mindset: Ability to operate from first principles, heavily leverages tools and technologies, high tech aptitude.
• In-depth knowledge and understanding of operational risk and related regulations.
• Hands-on, roll up your sleeves and get into the details attitude.
• Customer experience focused, ability to understand how processes and systems translate into customer outcomes.
• Operational Rigor.
• Leadership skills: Ability to identify, attract, inspire, train and retain the best talent and operate with a lean and efficient team.

Experience and Qualifications

• Demonstrable experience (preferably 15+ years) across heading operational functions (Customer Support, Complaints, Collections, Fraud) for large-sized credit card portfolio.
• Experience in launching and scaling credit card operations from inception, preferably in a start-up or high-growth environment.

Equal Opportunity

Zeta is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds, cultures, and communities to apply and believe that a diverse workforce is key to our success.